Require a Senior Lead with good experience in leading AMS/Production support engagements with Insurance domain (London Lloyds Market) Years of experience needed - 8-10 years in service delivery, IT operations, or a similar role Skills required: .NET, SQL Preferrable experience in working with Subscribe, a PAS System (Policy Administrative System). Incident/Service Request/Problem/Change Management Release Management Good understanding on AMS metrics like SLA/MTTA/MTTR Take end-to-end ownership of Major and High Priority (P1/P2) incidents from identification through resolution and closure. Lead Real Time incident bridges (technical and management) involving multiple support teams, vendors, and stakeholders. Ensure timely communication and updates to stakeholders and leadership during major incidents. Coordinate with technical teams to drive quick resolution, root cause identification, and service restoration. Log, track, and document all incident activities using ITSM tools (eg, ServiceNow, BMC Remedy). Ensure proper escalation procedures are followed, and technical/management escalations are handled effectively. Work with Problem Management to ensure Root Cause Analysis (RCA) is completed and preventive actions are tracked to closure. Analyze incident trends and recommend service improvements to reduce future major incidents. Participate in change and risk review boards to ensure incident learnings are applied proactively. Contribute to continuous improvement of the ..... full job details .....